[OR] [MB] [E4] [CBS] [9] [MPR] Map Processes and Resources

Map Processes and Resources

CBS-9 – Branch Operations

Introduction

Branch Operations remain the cornerstone of Maybank’s customer-facing activities, serving as the primary interface for personal banking, wealth management, and SME services.

Despite the rapid growth of digital banking, the physical branch network continues to provide critical services, such as customer onboarding, cash management, credit administration, and trade financing.

Under the operational resilience framework, it is essential to map the processes and resources supporting branch operations to identify potential vulnerabilities and ensure service continuity during disruptions.

The following section details the mapping of processes and resources for each Sub-CBS of CBS-9: Branch Operations.

Each sub-service is aligned with its supporting processes, people, technology, third-party dependencies, and upstream/downstream interconnections, in compliance with operational resilience requirements.

Table: Map Processes and Resources for CBS-9

Sub-CBF Code	Sub-CBS	Processes	People	Technology	Third-Party Vendors	Upstream/Downstream Dependencies
9-1	Customer Onboarding & Account Management	Customer KYC, account opening, document verification, account maintenance, and regulatory reporting	Branch relationship managers, compliance officers, KYC team, and branch operations staff	Core Banking System, eKYC platform, Customer Information File (CIF), CRM tools, biometric verification systems	Credit bureaus, regulatory KYC service providers, and AML screening vendors	Upstream: IT security, regulatory systems; Downstream: Core banking services, customer servicing, loan origination
9-2	Counter & Cash Transactions	Cash deposits, withdrawals, cheque encashment, bill payments, cashier balancing, and end-of-day reconciliation	Tellers, cashiers, branch supervisors, treasury cash handlers	Teller Management System (TMS), Core Banking System, cash recyclers, CCTV, vault security systems	Cash-in-transit (CIT) service providers, cheque clearing house, utility bill payment partners	Upstream: Cash supply chain, treasury ops; Downstream: Core banking ledger updates, regulatory reporting
9-3	Self-Service Terminal Support	ATM/CDM monitoring, replenishment, troubleshooting, customer dispute handling, and remote diagnostics	ATM custodians, branch staff, IT support engineers, vendor field service staff	ATM/CDM software, monitoring dashboards, network connectivity, encryption systems	ATM manufacturers, CIT companies, network service providers	Upstream: IT network infra, cash supply chain; Downstream: Core banking, card management system, fraud monitoring systems
9-4	Trade Services & Remittances	LC issuance, export/import financing, fund transfers, SWIFT message processing, and sanction screening	Trade finance officers, relationship managers, operations staff, and compliance teams	Trade Finance System, SWIFT interface, AML/OFAC screening tools, core banking	SWIFT network providers, correspondent banks, and AML screening vendors	Upstream: Compliance/KYC systems; Downstream: Treasury ops, customer accounts, regulatory reporting
9-5	Credit & Collateral Admin	Loan processing, collateral valuation, credit approval workflow, lien marking, and collateral custody	Credit officers, risk analysts, branch operations staff, and legal advisors	Loan Origination System (LOS), Document Management System (DMS), and valuation platforms	Valuation agencies, credit bureaus, and legal firms	Upstream: Customer onboarding/KYC; Downstream: Treasury ops, NPA management, regulatory reporting
9-6	Automation & Digital Enablement	Digital branch workflow automation, e-signatures, real-time transaction posting, and paperless approvals	IT developers, digital banking officers, and branch staff	RPA tools, Workflow Management Systems, Digital Document Platforms, APIs	Digital workflow vendors, cloud service providers	Upstream: Core IT infrastructure; Downstream: Customer digital channels, reporting systems
9-7	Security & Continuity	Physical branch security, business continuity planning, incident response, branch surveillance, and data backup	Branch security officers, business continuity managers, and IT DR staff	Security Information Systems, Access Control Systems, Surveillance Cameras, DR/BCP platforms	Physical security providers, DR hosting sites, backup solution vendors	Upstream: Security ops centre, IT DR infra; Downstream: All branch operations processes
9-8	Customer Service & Resolution	Complaint handling, dispute resolution, service requests, escalation management	Customer service officers, branch managers, and the complaints resolution team	CRM systems, Call Centre Integration, Ticketing Systems	Customer survey vendors, complaint management outsourcing (if any)	Upstream: Core banking systems, transaction systems; Downstream: Regulatory compliance reporting, customer experience management

[BCM] [Thin Banner] Summing Up

Mapping the processes and resources for Maybank’s CBS-9: Branch Operations highlights the intricate interdependencies between people, processes, technology, and third parties that enable seamless service delivery.

Each sub-CBS, from customer onboarding to dispute resolution, depends on a combination of in-house expertise, regulatory compliance, and external vendor support. Identifying upstream and downstream linkages enables Maybank to anticipate cascading impacts during disruptions.

By aligning this mapping exercise with operational resilience standards, Maybank strengthens its ability to protect critical branch services, minimise customer harm, and maintain financial stability under severe but plausible scenarios.

This comprehensive mapping provides the foundation for scenario testing, impact tolerance setting, and resilience planning across Maybank’s branch network.

Operational Resilience in Action: Case Studies and Best Practices for MayBank
eBook 4: Starting Your OR Implementation
CBS-9 Branch Operations
CBS-9 DP	CBS-9 MD	CBS-9 MPR	CBS-9 ITo	CBS-9 SuPS	CBS-9 ST

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